Field Service Engineer (Englewood, NJ or New York City )

The Opportunity

• This position is a remote position.
• Qualified candidates must currently live in the Englewood, NJ or New York City area.
• Travel up towards to 25%.

Embrace the vision of becoming the leading diagnostic service provider by achieving customer loyalty and economic profitability through passion, partnership, and performance.

Efficiently provide technical support solutions including installation, corrective, pre-emptive and proactive maintenance.

Go above and beyond to respond to customer needs by partnering with sales; marketing and other functional areas while adhering to current compliance guidelines.

What You’ll Work On

• Represent Abbott Diagnostic Division to its customer :
• Responsible for providing on-site support to ADD customers.
• Support field personal and District business objective and goals.
• Provide direction and develop mentoring skills to mentor other FSRs.
• Troubleshooting and resolving complaints reported by customers on a minimum of five increasingly complex instruments as detailed in the Field Service Business Process database.
• Understand and follow Quality System by accurate and timely documentation of complaint resolution.
• Understand and practice regulatory and compliance procedures.
• Maintain a safe work environment following laboratory safety guidelines.
• Schedule and complete routine preventive maintenance, installations and other updates provided by Abbott.

Integrate effectively into the service team :

• Work effectively within a diverse and dynamic team environment
• Support on call rotation
• Time, territory, and inventory management
• Standby and after-hours responsibilities
• Flexible working hours
• Unpredictable Travel
• Travel for support of other territories and training
• Providing on-site critical account support inside and outside of district boundaries.
• Responsible for IRL ownership to achieve organizational goals and customer satisfaction.
• Responsible to work cross functionally to achieve customer satisfaction through direct communication within the local performance partnership teams (P2T).
• Responsible to maintain ownership of customer issue until successful escalation or hand off takes place.

In addition to this position requires :

a) superior technical competency

b) Pro-Active Account Management

c) complete instrument training across geographical IRL.

• Responsible for implementing and maintaining the effectiveness of the quality system.
• Provide superior customer service; through applying effective communication skills in order to build loyalty while proactively managing and resolving high stress situations.
• Delight our customers by providing support including installation; Preventive Maintenance; Technical.
• Service Bulletins and repair by documenting; following up; and closing calls as per Abbott Diagnostics quality system.
• Partner cross-functionally and internally while maintaining positive relationships and ensure issues are resolved efficiently and satisfactorily while exceeding customer needs.
• Successfully achieve the established business metrics including service sales, cost of service and key
• performance indicators for assigned customers / accounts.
• Champion utilization of remote support tools to proactively improve instrument up time.
• Proactively improve expertise through continuous learning and certifications
• Scope of responsibility includes representing Abbott Diagnostics to assigned customers in a professional
• forthright and ethical manner. The position reports to a Service Manager and is accountable for achieving individual and supporting team goals.
• Must be able to influence other areas to achieve business goals.

Required Qualifications :

• Bachelor’s degree or equivalent relevant experience required.
• Travel 25%.

Preferred Qualifications :

• Bachelors / Engineering Degree in Bio Medical / Electrical / Mechanical or Medical Technology.
• Practical experience of interfacing with customers.

Additional Skills :

Trouble shooting / problem solving; ability to succeed in team situations and excel independently, computer skills (Word, Excel, Power Point, Internet, Remote Computing i.

e VPN, remote troubleshooting etc.), effective communication skills and strongly demonstrated interpersonal skills.